Case Study: Quality

The Client

A leading mail order company

The Case

As with any mail order business the client expected a high percentage of returns with each new catalogue. However, in this particular case, the vast majority of customers cited fit as their reason for returns, the proportion of which had reached unacceptable levels.

The WWA Solution

By conducting a series of fit sessions on current styles using size 16 and 18 models (the size that had demonstrated the highest rate of returns), it was found that different ranges within the collections had been developed from different blocks, causing an uneven level of fit. Recent sizing survey data was used to refresh and construct new grading charts that were then implemented across all product lines. The results were astounding. From introducing basic standardization procedures a consistent fit was achieved across the board and the level of returns was substantially reduced.